Customer Experience Analyst

Snoonu’s Customer Experience Strategy & Operations team is on a mission to create seamless, personalized, and high-impact experiences for customers, riders, and merchants. We use data to design better journeys, identify friction points, and scale operational excellence. We work closely with Product, Support, Engineering, and Growth teams to ensure every customer interaction builds trust and loyalty.

We’re seeking a Customer Experience Analyst who will lead investigations into customer pain points, retention barriers, and behavior patterns. This role is essential to uncovering what drives customer churn, identifying root causes of negative experiences, and delivering data-backed insights that help Snoonu grow and retain its user base.

You’ll partner across teams to inform strategic decisions, power automated solutions, and create dashboards and reports that tell a compelling story behind the data. If you have a passion for customer behavior, analytical storytelling, and translating insights into impact — we’d love to hear from you.

• Investigate spikes in support tickets, dissatisfaction scores (CSAT/NPS), and negative outcomes across journeys.
• Conduct deep‑dive root cause analysis on operational or experience‑related issues using structured and unstructured data.
• Develop frameworks to categorize and quantify the impact of systemic CX issues.

• Analyze customer lifecycle data to understand key drop‑off points and churn predictors.
• Build dashboards and recurring reports tracking retention, reactivation, and re‑order behavior.
• Identify cohorts at risk and provide insights for lifecycle interventions.
• Partner with Data and Product teams to map behavioral patterns across acquisition, onboarding, and engagement.
• Design and run analyses to evaluate the impact of experiments and personalization efforts.
• Translate findings into opportunities to improve support workflows, user flows, and proactive CX strategies.

• Deliver insight‑packed presentations and reporting to stakeholders across CX, Growth, Product, and Strategy teams.
• Collaborate with CRM and VoC owners to inform messaging, targeting, and support enhancements.
• Support the continuous improvement of CX KPIs and feedback loops.

• 3–5 years of experience in analytics, customer insights, or business intelligence roles in tech, consumer, or service industries.
• Strong knowledge of customer lifecycle and retention metrics (e.g., LTV, churn rate, cohort analysis, stickiness).
• Experience conducting root cause analysis using both structured data (e.g., tickets, KPIs) and unstructured data (e.g., chat logs, tags).
• Advanced proficiency in SQL and at least one BI tool (e.g., Looker, Tableau, Power BI).
• Ability to manipulate and analyze large datasets to find actionable insights.
• Strong problem‑solving skills and a hypothesis‑driven approach to analysis.
• Excellent written and verbal communication skills, with experience presenting to cross‑functional stakeholders.
• A growth mindset and curiosity about customer behavior.
• Experience working with CX tools (e.g., Zendesk, Intercom) and tagging frameworks.
• Background in experimentation (A/B testing, test vs. control).
• Familiarity with customer segmentation, recommender systems, or churn modeling.
• Not required, but needed for plus.

• Global Vibes – Collaborate with a worldwide crew.
• Brain Boosters – Learning budgets, access to courses, and tools for your growth.
• Flexible Time Off – We take recharging seriously. Generous leave and wellness policies.
• Agile Everything – Scrum isn’t a buzzword here. It’s how we roll, from product to ops.

We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, disability, or any other protected characteristic.